Cigna Medical Group Urgent Care - Phoenix

I am so disappointed and FRUSTRATED with Cigna! My husband works in a place where they switched to Cigna. We have two special needs boys which got therapies since 2014 from a sertain place that was out of network. We contacted the agent to get help and it's already 7 months as nothing moves. In the beginning, it was "one-two months..." Then, "holidays..." After it " send us the last insurance statement so we can see how much the previous insurance paid". Next, "send us diagnosis of your boys". After it NOTHING!!! I called during the begging of this long process to Cigna costumer service and had been said you don't do this. The WORST costumer service with a RUDE person! So now my boys without the therapy and it's THEIR FAULT because this the ONLY place which won't give up on any behavior. I don't know what else to do because the agent tries to push things and NOTHING really happened. Even the person from the therapy place cannot reach the one who takes care in Cigna because she do NOT answer the phone calls and emails don't get respond... I don't know what else I should do to help my kids!!! If you honestly want a normal insurance that cares about their clients don't go to Cigna!!!